Archived from groups: comp.sys.hp.hardware (More info?)
Just finished install after 2 maddening sessions with HP tech support over
live chat and one successful session over phone.
The upshot is the the install software, which is supposed to work under
W2000 Professional, does not. I had to install via the "add printer" route.
The 2 tech support chats just ran me through menus, with no knowledge of how
this printer works. The second had the decency to admit she was stumped;
the first gave me a vague "check with system admin for the correct
configuration settings" without having any idea of what configuration
settings she was talking about.
The phone session tech was not more knowledgeable on this printer, since he
clearly had to go look everything up. But he at least was able to navigate
and understand their documentation and apparently reached out to 2nd level
support. Finally got it up with his help.
Bottom line (other than the poor tech support), was that the install
software cannot be used under w2k. You must take the "add printer; create a
new port; std tcp/ip port" route. When asked, specify "have disk" and use
the drivers on install cd under the "enu" directory. Hope this helps
someone else.
As to support, its a conundrum. A company can only afford to provide
limited support for a $80 printer, but less support would be needed if the
install process and tools were of better quality.
And not to get into an offshore rant; I'm pretty sure ALL 3 techs were
offshore. Certainly the one on the phone, who finally got me up and
running, was offshore.
Just finished install after 2 maddening sessions with HP tech support over
live chat and one successful session over phone.
The upshot is the the install software, which is supposed to work under
W2000 Professional, does not. I had to install via the "add printer" route.
The 2 tech support chats just ran me through menus, with no knowledge of how
this printer works. The second had the decency to admit she was stumped;
the first gave me a vague "check with system admin for the correct
configuration settings" without having any idea of what configuration
settings she was talking about.
The phone session tech was not more knowledgeable on this printer, since he
clearly had to go look everything up. But he at least was able to navigate
and understand their documentation and apparently reached out to 2nd level
support. Finally got it up with his help.
Bottom line (other than the poor tech support), was that the install
software cannot be used under w2k. You must take the "add printer; create a
new port; std tcp/ip port" route. When asked, specify "have disk" and use
the drivers on install cd under the "enu" directory. Hope this helps
someone else.
As to support, its a conundrum. A company can only afford to provide
limited support for a $80 printer, but less support would be needed if the
install process and tools were of better quality.
And not to get into an offshore rant; I'm pretty sure ALL 3 techs were
offshore. Certainly the one on the phone, who finally got me up and
running, was offshore.